- Measuring Information Technology's Success - key performance indicators (KPIs) are the measures that are tied to business drivers. Metrics are the detailed measures that feed those KPIs. Performance metrics fall into a nebulous area of business intelligence that is neither technology-nor business-centred, this area requires input from both IT and business professionals to find success
- Effectiveness IT metrics - measure the impact IT has on business processes and activities including customer satisfaction, conversion rates, and sell-through increases
- Efficiency IT metrics - measure the performance of the IT system itself including throughput, speed, and availability
- Benchmarking - a process continuously measuring systems results, comparing those results to optimal system performance, and identifying steps and procedures to improve systems performance
2. The Interrelationship of Efficiency and Effectiveness IT Metrics
- Common types of efficiency IT metrics
- Common types of effectiveness IT metrics
3. Metrics for Strategic Initiatives
- Website metrics
- Supply Chain Management (SCM) Metrics
- Customer Relationship Management (CRM) Metrics
- Business Process Re engineering (BPR) and Enterprise Resource Planning (ERP) Metrics
- Balanced scorecard is a management system, in addition to a measurement system, that enables organizations to clarify their vision and strategy and translate them into action
- The balanced scorecard views the organizations from four perspectives :
- The learning and growth perspective
- The internal business process perspective
- The customer perspective
- The financial perspective